L2 Support Lead & Vendor Enablement

Mendo; Paris; Hybride; EUR 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Equity

Hybrid work 2/3

Growth opportunities

Résumé du poste

Mendo is seeking a Level 2 Support Owner in Paris. You own L2, resolve what L1 cannot, decide what escalates to engineering, and coach our vendor to handle L1/L2 with quality and consistency.

You’ll manage the L2 backlog, define escalation criteria, track SLAs and CSAT, and partner with Concentrix, L3, and the product team to close issues and improve the support system.

This hybrid role offers growth, equity, and a clear path from day‑to‑day ticket solver to shaping the overall support platform.

Qualifications

• 3 to 5 years in B2B SaaS technical support
• Experience training or supervising agents
• Fluent French and English

Responsabilités

• Own level 2 resolution and escalation decisions
• Coach the vendor to perform L2 and document runbooks
• Manage L2 backlog and ensure SLA adherence
• Lead vendor reviews and capacity planning
• Connect support to product and feedback loop

Connaissances

Troubleshooting

Escalation management

Vendor coaching

Ticketing tools

SaaS support

English/French bilingual

Outils

Linear

Datadog

Mixpanel

Client Hub

Description du poste

Mendo is seeking a Level 2 Support Owner in Paris. You own L2, resolve what L1 cannot, decide what escalates to engineering, and coach our vendor to handle L1/L2 with quality and consistency.

You’ll manage the L2 backlog, define escalation criteria, track SLAs and CSAT, and partner with Concentrix, L3, and the product team to close issues and improve the support system.

This hybrid role offers growth, equity, and a clear path from day‑to‑day ticket solver to shaping the overall support platform.